Automated solutions for contact center management
Streamline operations with a cost-effective, efficient approach
Managed contact center solutions for your business
With the rise of hybrid work models, customer expectations, Contact Center Automation, and cloud-based solutions, the industry is undergoing significant transformation. VOSS Contact Center Management is at the forefront, offering tools that integrate Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS), reshaping the communications landscape.
Challenges to address
- Evolving customer expectations: Seamless, omnichannel interactions are now the norm, demanding integrated communication tools.
- Hybrid work models: Reliable tools are necessary for collaboration across diverse work environments.
- Fragmented management: Disparate systems create inefficiencies, limiting visibility into performance.
- Complex platform transitions: Shifting to cloud-based solutions requires expertise and the right tools.
- Rise of AI and automation: Contact Center Automation introduces efficiency but adds complexity for IT management.
Challenges to address
- Evolving customer expectations: Seamless, omnichannel interactions are now the norm, demanding integrated communication tools.
- Hybrid work models: Reliable tools are necessary for collaboration across diverse work environments.
- Fragmented management: Disparate systems create inefficiencies, limiting visibility into performance.
- Complex platform transitions: Shifting to cloud-based solutions requires expertise and the right tools.
- Rise of AI and automation: Contact Center Automation introduces efficiency but adds complexity for IT management.
VOSS managed contact center solutions
VOSS addresses these challenges through cloud contact center management, offering a suite of tools designed to modernize and unify communications infrastructure. By enabling the convergence of UCaaS and CCaaS, VOSS Contact Center Management streamlines operations, enhances experiences, and prepares businesses for future communications.
Administration efficiency
A centralized platform manages both cloud-based and on-premises contact center solutions.
Holistic management
Simplifies operations, providing visibility across your communications ecosystem.
Automation and control
Eliminates reliance on manual processes, enhancing efficiency.
Deep visibility and performance monitoring
Real-time insights ensure service reliability and operational excellence.
VOSS managed contact center solutions
VOSS addresses these challenges through Cloud Contact Center Management, offering a suite of tools designed to modernize and unify communications infrastructure. By enabling the convergence of UCaaS and CCaaS, VOSS Contact Center Management streamlines operations, enhances experiences, and prepares businesses for future communications.
Administration efficiency
A centralized platform manages both cloud-based and on-premises contact center solutions.
Holistic management
Simplifies operations, providing visibility across your communications ecosystem.
Automation and control
Eliminates reliance on manual processes, enhancing efficiency.
Deep visibility and performance monitoring
Real-time insights ensure service reliability and operational excellence.
Key features across the contact center management lifecycle
VOSS supports the full contact center transformation journey – from discovery and migration to automation and optimization – delivering a seamless path to the cloud and ongoing operational excellence.
DISCOVERY
Gain full visibility into your current contact center with VOSS Discover:
- Perform deep inventory discovery of infrastructure, users, and services
- Map out feature usage, scripts, and call flows
- Understand agent assignments, team structures, and supervisor roles
- Identify gaps, inefficiencies, and opportunities for consolidation
MIGRATION
Move to the cloud with confidence using VOSS Migrate:
- Take a staged, managed approach to migration
- Support hybrid environments with both on-prem and cloud capabilities
- Automate data validation and reduce risk
- Accelerate cloud adoption while minimizing disruption
AUTOMATION
Simplify management and scale operations:
- Centralize control across UC and contact center environments
- Automate provisioning, number inventory, and day-to-day operations
- Configure and manage contact center features such as call queues, auto attendants, and hunt groups across Microsoft Teams, Cisco Webex, and other platforms
- Extend automation to advanced CCaaS workflows for complete visibility, control, and operational efficiency
ANALYTICS AND MONITORING
Optimize performance and deliver superior experiences:
- Monitor real-time performance across UC and contact center platforms
- Gain actionable insights into usage, call quality, and operational metrics
- Proactively detect and resolve issues before they affect users
- Enhance SLAs and resource management with intelligent dashboards and reporting
Customer use case
Major healthcare organization’s contact center migration project
Read how a healthcare company needed a mission-critical contact center to modernize its communications platform without disrupting patient services. The company selected VOSS and Virsae to accelerate the move from an on-premises Avaya contact center platform to Genesys Cloud CX, and migration time reduced from 28 weeks to just 8.
What this means for you
For service providers
VOSS delivers significant efficiencies by offering a single pane of glass management approach to UC and contact center environments. The administrative burden of managing UC and contact center solutions grows exponentially as the number of clients on the platform increases. VOSS eliminates this pain by enabling providers to serve multiple customers seamlessly from a single platform, saving both time and money.
For enterprises
VOSS empowers you to run a dynamic workforce, enhancing employee experiences while enabling teams to respond to change quickly and effortlessly, ensuring adaptability in today’s fast-paced business environment.
The value of VOSS
VOSS empowers you to modernize your contact center, embrace the convergence of UCaaS and CCaaS, and optimize communications infrastructure. With VOSS, you can enhance agility, reduce costs, and improve experiences for both customers and employees. Simplify management with a single pane of glass approach, ensuring operational efficiency.
Enhance agility
Respond quickly to changing customer and employee needs. With VOSS, you can quickly add, remove, or reallocate agents to meet seasonal or event-driven demand, ensuring rapid access to relevant services and features.
Reduce costs
Rationalize systems and eliminate inefficiencies. Remove manual and redundant data entry across multiple applications, reducing revenue leakage and ensuring accurate billing for all provisioned services.
Improve experiences
Deliver better outcomes for both customers and employees. Unlock dynamic end-user self-service through an intuitive portal, giving users greater control while improving customer satisfaction.
Simplify management
Gain a single pane of glass for managing UC and CC systems, reducing operational complexity. With a non-technical management interface, service changes can be made quickly, accurately, and repeatably.
Improve reliability
Monitor key infrastructure components supporting your contact center to ensure uptime and performance – particularly valuable in on-prem and hybrid environments.
Advanced capabilities
VOSS Contact Center Management offers advanced capabilities, including a common toolset for managing contact center software solutions alongside UC and business services. This flexibility and extensibility allow for tailored solutions, ensuring consistency and efficiency across your organization. Contact Center Automation and management tools streamline operations, providing exceptional experiences and unlocking agility.
Advanced capabilities include:
- A common toolset: Manage contact center software solutions alongside UC and business services using the same toolset, ensuring consistency and efficiency.
- Flexibility and extensibility: Harness the power of VOSS to tailor or extend capabilities for specific business needs, including managing third-party applications and new use cases.
- Access to advanced benefits: Leverage features such as role-based access control (RBAC), multi-tenancy, devolved administration, transaction audit, and integration capabilities.
Read about VSM for Contact Centers
Powered by Virsae always-on performance analytics platform, delivers end-to-end service management for on-premises, cloud, and hybrid delivered contact centers. This cloud-native subscription-based service makes setup quick and easy, and instantly adds value to multi-vendor services including Avaya, Cisco, Genesys Cloud, and Microsoft Teams.
Further reading
Deeper visibility into Genesys Cloud: New monitoring capabilities now available through VOSS
This expanded insight gives companies a clearer understanding of how calls, digital interactions, and cloud events behave across the customer journey. It is especially helpful for organizations running hybrid collaboration and CX environments, where understanding the full picture is essential. Learn more about Genesys Cloud
Why UCaaS and CCaaS convergence is a strategic imperative for the modern enterprise
As the lines between customer experience and workplace collaboration continue to blur, the convergence of UCaaS and CCaaS is becoming a boardroom priority.
From Silos to Synergy: How a Finance Company Built a Unified Cisco Webex UC + CC Architecture
As the lines between customer experience and workplace collaboration continue to blur, the convergence of UCaaS and CCaaS is becoming a boardroom priority.
UC Today interview on UCaaS and CCaaS convergence
UC and CC are converging, are you ready? In this must-watch conversation with UC Today, Kieran Devlin sits down with Bill Dellara to explore why now is the time to unify UCaaS and CCaaS management, and what it means for enterprise agility, customer experience, and innovation.
Why it’s time to merge UCaaS and CCaaS management
Still managing UCaaS and CCaaS separately? Siloed communication tools slow you down and hold back innovation. Discover why unifying UC and CC management is a strategic imperative.
